Warranty Policy


Through this website, we can only process
warranty claims for Tropicfeel products purchased at  www.tropicfeel.com , www.indiegogo.com or www.kickstarter.com If you have purchased your product from another Tropicfeel distributor, please contact the store where you purchased the product. 

1. Warranty

How do I process my warranty?

Contact our support team at support@tropicfeel.com and they will contact you to check if your situation complies with our policies for the warranty.

What do I need to prove? 

Proof of  purchase (indicating the purchase date, model and the customer’s name, + where did you purchase), and sent together with the defective product during the period covered by the warranty.

Tropicfeel reserves the right to not provide free warranty service if the above documents are not shipped or if the information is incomplete or illegible. If the defective product is returned within the warranty period, Tropicfeel undertakes to repair or replace. 

Do I have to return the damaged item?

For all our products minus the backpack we don’t expect you to return the item. But, for the backpack warranty we do expect to have all defective items returned to our warehouse within 15 business days of the claim date. Failure to return damaged items may result in a declined future warranty claim. For second claims, we require the damaged item to be returned before a replacement will be shipped.

 

We kindly ask you to wait until confirmation from our Support team to return the item if needed. 

 


My product was already defective when it arrived. 

We're sorry that your item has reached you defectively! Please contact us immediately at support@tropicfeel.com , since we need to check and report your case within 14 days after the delivery date on the tracking ID. 


What does a material, component, and workmanship defect mean?

Materials and components refer to buckles, fidlocks and fabrics, etc. Workmanship refers to seams and construction. 


How will they cover it?

For all our products minus the Shell backpack you will receive a new product. With the backpack, we will either repair or replace the product with gear in the same or better condition.  Customers may receive a pre-owned replacement that has been inspected and cleared to be fully functional. 


For how long is the warranty? 

We build our products to last over extended periods of use, but inevitably everything does eventually wear out. So, when your product wears out as all things do, you’ll know you’ve gotten the most out of your gear and your experience.

The products eligible for the warranty are covered to the original owner for 2 years since the date of purchase. The warranty can be another one if specified in a campaign. 

It is understood that the products are in accordance with the contract provided if: (i) they fit to the description made by Tropicfeel and possess the qualities that we have presented on this website, (ii) they are suitable for the uses to which the products are ordinarily destined. products of the same type and (iii) present the usual quality and benefits of a product of the same type that are reasonably expected.

In this sense, if any of the products does not comply with the foregoing, you should contact our customer service department, through any of the means of communication provided on this website.

The legal guarantee covers defects that are presumed to exist at the time of delivery and that manifest themselves within a period of two years. However, any breakdown that occurs within 6 months will be presumed to exist at the time of delivery. Tropicfeel undertakes to repair, or replace the defective product.

After 6 months, Tropicfeel will ask you to prove that the quality defect existed when the product was delivered. For Tropicfeel to accept that in fact there is a quality defect, the customer must prove that, (i) the product does not match the product description, (ii) it has different characteristics than the model advertised or shown to the customer, (iii) not fit for purpose, (iv) not showing normal quality and performance for products of the same type, and (v) not manufactured properly.


What does it not cover?

It does not cover normal wear and tear, accidental damage, malfunction or damage caused by unsuitable use or carelessness, consumable material, and defects due to loss, fire, water or natural disasters, cosmetic blemishes, scratches, stains, or wear & tear. Failures or breakages due to misuse (such as transportation of unusual items), neglect, intentional damage, extreme temperatures, acids, water, UV degradation, improper care, etc, 

There are a few factors that determine the end of “product life”, including the following:

(1) Fabric—if the fabric is discolored, degraded, de-laminated or deteriorated, we may determine this to be end of “product life”’;

(2) If a major component fails due to extended use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle

If it breaks, does this apply to the warranty? 

If it breaks because of our fault, yes, if it breaks because of normal wear or damage for external consequences, we won’t be able to cover the warranty. 


Can I ask for a return? 

No. The warranty means we will exchange the product for a new one, or repair the damage. 


Can I give the warranty to a third party? 

Tropicfeel products are warranted to the original owner or to the person who has received a Tropicfeel branded product as a gift, against manufacturing defects in materials and workmanship, except for certain exclusions identified below.


Other questions you may have; 

  • We do not offer more than 2 claims per product.
  • We do not offer refunds on items qualifying for warranty coverage.
  • Only Shell Backpack must be returned to the warehouse within 15 business days of claim date.
  • Tropicfeel will cover any repairs/replacement costs, and all shipping costs, if the backpack meets warranty requirements.

2. Limitation Crowdfunding Warranty


Supporting a campaign on Kickstarter or Indiegogo and getting a reward is a different process than buying a product. Kickstarter and Indiegogo are not stores. When you support a project, you are helping to create something new, not asking for something that already exists.

These rewards are called gifts because they are given to you as a sponsor to show our appreciation for you and the support you have given us. This business model has allowed our company to exist and we could not be more grateful to the entire community. We appreciate your understanding of our policy and your continued support.

Crowdfunding products do not include a guarantee, unless explicitly specified in the campaign. This is clear from the terms and conditions and is generally not expected from a crowdfunding element. 

Find below the specified warranty for the Shell Backpack campaign. 

2.1. Kickstarter


We’re confident in the extensive design research and quality workmanship put into Shell. So much so that we’re offering every Kickstarter backer a Lifetime warranty that covers any manufacturing defect that affects the functionality of the backpack. This lifetime warranty will only be available for those who backed the project on Kickstarter.


What does a lifetime warranty cover? 

Our warranty covers material and manufacturing defects. The warranty does not cover wear and tear damage such as faded colors, material wearing over time and tears caused by crashes, accidents or inadequate care. To avoid unnecessary postage charges, please contact us at support@tropicfeel.com before sending us the parcel with your defective product. Our service team will get in touch with you as quickly as possible, to coordinate the further proceeding of your warranty with you.

If your product covered by this warranty fails due to a manufacturing defect, we will repair it without charge, or replace it, at our discretion.


Does this cover the wardrobe and the accessories?

No. This warranty will only cover the Shell Backpack.

 

What happens If I repair the backpack before contacting Tropicfeel?

Only unaltered and unmodified items and original workmanship are covered. Improper or incorrectly performed maintenance or repairs will void this warranty. 

2.2. Indiegogo & Web Warranty


What does this warranty cover? 

Our warranty covers material and manufacturing defects. The warranty does not cover wear and tear damage such as faded colors, material wearing over time and tears caused by crashes, accidents or inadequate care. To avoid unnecessary postage charges, please contact us at support@tropicfeel.com before sending us the parcel with your defective product. Our service team will get in touch with you as quickly as possible, to coordinate the further proceeding of your warranty with you.

If your product covered by this warranty fails due to a manufacturing defect, we will repair it without charge, or replace it, at our discretion.